Contributors

The success of MagicJack in numbers alone is without a doubt notable. The company is selling around 8,000 devices per day and has experienced 25% week-over-week growth since it first came onto the VoIP scene in September. Still, not everyone is singing Jack’s praises. The company has left many Jack users frustrated with its customer service department. While most seem willing to accept the technology glitches inherent in any new service, many have taken issue with the company’s response to dealing with these issues.

One customer emailed Telephony to say that, in his experience with customer support, he has gotten the same irrelevant response every time he’s contacted them – four times so far. “They run you through a bunch of ridiculous things to test and then say they will get back to you or at the end they hang up when you insist on a refund,” he wrote. “They have no telephone numbers, no address. It is a phony.”

Several blogs and discussion threads have also been devoted to trying to figure out the “magic” to get in touch with Jack, and the feedback seems to be fairly consistent: users love the service, but they hate the customer service.

The company’s customer service is entirely based on an online tech support chat function that allows consumers to instant message with a customer service rep. Inventor and founder Dan Borislow said that MagicJack will never have a number for customer service, a move he thinks is progressive and more efficient.

Despite the typical wait periods on customer service lines, calling a number to connect with a live person is the traditional mode of customer service. It might be that consumers just aren’t ready to let go of convention, however. The tech chat service seems to fall short of being useful, whether you like the method or not. While the staff has grown to more than 50 agents, their support is often not much more helpful than a computerized response system or outsourced tech staff. These responses more often than not are that they cannot address the issue or offer an alternative number to do so. Today, I couldn’t even access the support option from the company’s confusing Web site.

It is worth remembering that this is a relatively new service, at an undeniably solid price point, so there are bound to be some issues to work out in the early days. And, to be fair, customer service of most companies isn’t exactly known for being amazing. But that doesn’t mean it shouldn’t be. MagicJack has clear potential as a game-changing device, but without the support to back it up, it might be lost on a market already frustrated with bad customer service experiences. In the long run, a computer-based tech chat support does seem like a progressive idea – but only if it is truly supportive.

56 Comments to “Not everyone sees the magic in Jack”

I will have over 1,000 chats today,average wait time of 4 seconds.I am curious why you had trouble finding the chat.Please be part of the solution and tell me why it is confusing and I will fix it for 500,000 people within minutes of you telling me.I want constructive input.

As far as returns are concerned,they are trained and do give back the procedure to do so right away.There is also an escalation path you may request as well,that is clearly spelled out to ask for help if you are not satisfied(who elkse does that).

I also noticed you do not have a Phone number readily available to talk to people who want to talk to you about your editorials.You must have found out that email or a response here is a better way to go.

MagicJack customer service on a relative basis is amazing already,but certainly not my best work product yet .Where else in this business can you wait just 4 seconds to get help and then have an escalation process to a super rep within minutes(soon to be seconds).Go try AT&T or Verizon.Comparing myself to them is the easy way out though,real easy might I add,and we will not do that.Not only will we have the best price,the best voice quality,but we will soon have the best customer service.I recieved a JD Powers award the first year we went retail in LOng Distancebe,and we will get one again

I will state it again,if I had somebody call on the Phone,I will not know if they have Highspeed or if their computer is working like I do now with chat.I will not know what your customer service experience was either,because how would I grade them on a phone call.It’s like Lexus and the car company calling and asking how was everything,it is such a skewed question when it is on the phone.People do not like saying,Oh you were horrible,but on chat they can say that.My customer satisfaction levels have tripled in one month’s time.I have the statistics to prove it,come down to the office or I will send someone there.

Did I say Thank You for all the wonderful things you have written also.It is not easy do soemthing that nobody else has ever done before and we take great pride at magicJack in making sure it will be the most succesful “new” thing going.Thank you,Thank you,Thank you

I love MagicJack - I have had no reason to contact their customer service since I was up in running with it in 2 minutes - and I’m not a geek. Those who can’t deal with customer service via the Internet and want a phone number are missing the new age of service. Get over it.

I think it’s worth noting publicly that Magic Jack has been one of Telephony’s most popular topics since I first wrote about it last fall. One reason is that people love the service. The other is that they hate the customer service. I know this first hand because many of the people who can’t get through to Magic Jack by phone call me at my Telephony office, and I can’t get them off of the phone.

I think we are at a watershed moment in customer service. There is a group within the population — and I count myself as one — that still want to be able to talk to a human being when the technology doesn’t work. Luckily for me, my husband is an IT guy and he can usually help me out.

There are also a growing number of companies that don’t see the value of live customer service, because of the cost. Magic Jack is far from alone in this — have you ever tried calling Apple about iTunes or to get help with an iPod?

So there are going to be situations like what we are seeing here for some time to come.

I’ve owned 2 Magic Jacks since December 2007. I gave one to a friend and we use them constantly to talk back and forth. I haven’t tried traveling outside the US with it yet, but plan to take it with me to Mexico when I go on vacation later this year.

Only had one problem, the one I gave my friend, the blue light inside stopped working, and the Magic Jack would not boot up, used the online tech service, took only a few minutes to connect, went through the troubleshooting procedure, and figured it was indeed defective. They sent a new one out Next Business Day, and paid for the return of the defective one back. Totally satisfied!

Only have a few problems with the service quality, cuts out occasionally, but not for long and is not too annoying, but that may be due to bandwidth of RoadRunner and my neighborhood.

My laptop has a built in microphone and speakers so I use it as a speaker phone for conference calls.

I am impressed that Dan Borislow Inventor responded to the article. Also in response to Carol’s comments about Apple; I have called Apple about my wife’s iPhone and iPod and my MacBook Pro. I have always (and I don’t use that word much) been impressed by the high quality of people that help me. True, they don’t answer in 4 seconds, but when they do, they take care of my problem.

People who work in customer service like getting paid and so customer service costs money. MagicJack is cheap (or more politically correct, is at a “solid price point”) and is trying to save money on customer service. So, if you have complaints, just remember you bought a product because it was cheap and wanted to save money, not because you wanted high-end customer service. This product will work for some and not for others. For the ones it doesn’t work for, just give up, throw it away and use something that does work. Don’t waste your time and effort and use the new-found free time to go play with your kids or do a hobby. Also, I NEVER buy anything from a company unless there is a physical address and real telephone number on their website-call me old-fashioned, but being able to talk to someone is important. Finally, MagicJack makes their money from access charges charged to telephone companies. If that regime continues, they’ll be fine (until the Bells stop paying them). It is important to note that many CLECs have tried that strategy (making most of their money from access charges) and all have reverted to collecting the vast majority of their revenue from their customers (or they have gone out of business). The only companies still doing that are the independent, rural telephone companies and the FCC is trying to change that.

I’ve tried to resolve a handful of prblems that I’ve experienced from the first day I received the unit. The live-chat customer services reps all work from the same cookbook of hierarchial troubleshooting techniques. Some give more information than others. All, and I mean all, of the advice they provide is helpful if and only if you’re not able to get the magicJack to work the first time after your first attempt at installation. The fact that English is not the native language of the reps does point to the fact that their support is outsourced.

All the reps give the same rely—”you must use magic fix”, “did you use the restore tool?”, “try another USB port”, “are you using the USB extension cable?” Some reps had me edit some entries in the registry. This whole procedure only resulted in re-installation of the software. Some advice was ridiculous—after confirming that I had the correct G.711 Codec, I’m directed to divx.com to download their application to make sure i get the latest Codec—nonsense. I had to forawrd some TCP and UDP ports in my router configuration as well. This one bit of advice made a slight improvement, but, there were more ports that required forwarding than what I was told.

After you’ve made more than “enough” chats, the link to the LivePerson URL is obscured so that it’s more difficult to engage. You’ll have to login to your account to find a link that will work.

I was told that “my account would be updated on their servers to fix the problem” yet the rep did not have my account data. Their is no escalation path. You ask for a network engineer or explicitly ask for a “super rep” and you get no where.

I made my purchase based on a video clip of Dan Borislow stating in an interview that I could get a number in any area code—this is not true.

After about one week, I derived my own fixes. Having the proper drivers from TigerJet was helpful (as the default drivers in XP were out of date), modifying several network settings was also mandtory. You’ll need “TCP Optimizer” to make some adjustments to get optimal network performance on you computer. If you use a WiFi adapter, you’ll want to use RTS/CTS and set the fragmentation threshold to a value of 1024 or less if you experience any “choppy’ audio.

You’ll also want to check the quality of connection provided by your cable or DSL supplied by runnning one of the several VOIP test tools you can Gooogle out there.

MagicJack is perfect…and cost effective!!!
It is as good as your internet connection so if your connection is slow or unreliable you may have some issues. As long as you have a good DSL or broadband connection you will be very pleased. I have two of these units and tell as many people as I can to buy one and do away with their POTS!

I had no reason to contact CS other than to ask when a certain area code were to open up and Dan Borislow provided an accurate answer, new area code is open, I switch my number (one time for free) and it worked great!

Remember this quote from this article “MagicJack attacks
May 2, 2008 4:16 PM, By Sarah Reedy ………….. Magic Jack is focusing on starting small, not only in size and service, but also in functionality. Considering they are selling everything they make, Borislow doesnâ€™t feel pressure to innovate right now. As sales volumes continue to increase, however, he plans to expand the deviceâ€™s capabilities into number porting and 911 services in which the device will take the form of a cell phone. Further down the product roadmap, MagicJack will evolve into a base station for a handset and a station for a femtocell. ”

I think Dan Borislow has other companies shaking in their boots because he surprised everyone when he introduced the magicJack, AFTER HE BUILT HIS PHONE COMPANY.

Can you imagine what will happen when he starts selling cell phones? YIKES!

If Dan sells the cell phones for $79.95 the first year, and $39.95 the second year, say goodbye to other cell phone companies because I think people will jump from other companies, just to make free calls with the magicJack cell phone, the rest of the year.

I can visualize over 100,000,000 cell phones sold by magicJack !

This if truly TELCOM REVOLUTION II !!!!!

Keep up the good work Dan !

Dan, please allow the Resellers to sell the bulk of them.

If any of you doubt what I just said, just visit my website at www.pevoosow.com, and leave me a nasty gram. LOL

Just reading your stuff, I am surprised that it is a cell phone service. How can I
offer this service in my area (Ventura County). I have been a telephone man
for over 40 yrs
Thanks
John Bryson
805 816 0021

First, as an I.T. tech, let me say that at the time I bought mine, there is NO UNINSTALL utility to completely remove the software from your system, so before you even plug the device in, I would suggest the following:

1. Download an installation monitoring utility Like Total Uninstall (You can Google for the last freeware version of it.) Install the monitoring utility but don’t run it just yet.

2. Use System Restore and create a restore point, name it so you know it will be associated with pre magic-jack installation.

3. Now use the silly MSBACKUP utility (start>accessories>system tools>backup) and backup SYSTEM STATE ONLY. (Get help from a knowledgeable person if you don’t know how to do this.)

4. Now run the installation monitoring program and let it scan your computer, if using Total Uninstall, make sure that the two unchecked registry scanning areas are checked, then let it scan, when the scan is done, select Install Multiple Programs (Exit).

Now plug the MJ in , let it install, run magicfix or whatever, complete the resgistration or whatever, make a few calls.

Now leave it plugged in and re-run the installation monitoring program and let it detect changes to the computer and log them.

To remove MJ completely, unplug the MJ boot into safe mode, use the install monitoring program to undo most changes, let the system boot normally, boot back into safe mode, use MSBACKUP to restore the system state, let the system boot up normally, reboot once again to safe mode and use system restore to reset the system to a point before MJ was installed.

(Yes, I know an easier way would to create an image file of the system before the install, but not everybody has an extra drive, I was also hoping that some programmer out there may do this and write an uninstaller for it. )

As for their tech support, I do NOT believe that their agents are paid and I am pretty sure that they pay liveperson.com to provide the services, if it was me, I’d get rid of liveperson and install the open source script Crafty Syntax Live Help (Shameless plug, but it’s free and works.) Then they wouldn’t have to worry about lengthy chats and possibly AHT’s as well..

Now I’m going to be sarcastic for a second, people need to learn how to use the internet, it took me 30 seconds to locate 2 cell phone numbers, a fax line, and two (now three) email addresses. I have been asked not to publish them but they are out there if people put one tenth of the effort that they do complaining.

Although, it doesn’t sound like it, I actually like my Magic Jack and for now, I don’t plan on returning it.

Now for Dan’s question “If they were to call on a phone, how could I tell if they have a high-speed connection?”

Hmmm…. How about asking them? (Sorry Dan, I couldn’t resist)

Possible scenario:

Thank you for calling MJ support, if you have a high speed connection press 1
1
For DSL press 1, for Cable press 2, for Fios press 3
2
Have you ran MagicFix 1 for yes, 2 for no
1
If you obtained a MJ phone number enter it now or press the star key
*
Did you try online support? 1 yes 2 now
1
At the tone, please speak the reps name, then press the pound key.

Thank you, I have all the information I need, please wait on the line for a rep, your estimated wait time is:
two-hours and thirty two minutes. (I’m kidding here )

Actually, maybe they should consider an automated phone support system, with the same or better database than the techs have, at least you can usually understand a computer voice.

Oh well, as you can see, even when I rant about something, I have fun with it.

Got my MJ about 5 mos ago. Yes, some small glitches as one would expect. The support thing - don’t make me laugh. I’ve opened cases with a very prominent firewall company where it took weeks just to respond and we pay $35K for that experience. I’ve had my phone company and cable company run me around and just plain ask me if I’d like to disconnect my service, as if this was the path of least resistance. PLEASE, MJ support is quick and I’ve never had them not be able to fix me (generally just move to another USB port fixes most problems). Quality is better than my cell and the price is right. So what was the problem again?

I’ve been skeptical and waited for quite a while to order a Magic Jack. Once I ordered the device, I couldn’t help but wonder why I wasted forty bucks. Once the ditty arrived, I began to play with it and noticed it needed a little tweaking to work the way I liked. I went to an online forum where hundreds of people pulled together to help each other. I also talked to chat support a couple of times during the process. All in all, I’m ecstatic over my Magic Jack. Once I learned how to use it and how to adjust it to fit my needs, the thing worked so well and paid for itself so quickly, I ordered a second year. Now, six months later, I’m still a very big fan and recommend the service to everyone I know who is sick and tired of getting gouged on their long distance. I should know. I live in a state where every call is a long distance call and have already been releived of several major bills. Sure, not everyone is happy, but you fail to mention that out of the millions sold, only a few dozen complaints were registered with the BBB and there are still millions more of us who are completely satisfied with our product and our service.

Have used MJ for 2 months. I’ve experienced a few glitches, i.e. intermittent sound. Several other problems I experienced was resolved by being familiar with the product operational functions.

I have used it calling from the Carribbean. It works fine. Few glitches — might have more to do with DSL functionality.

Overall satisfied with the product. I realize in order to keep cost down, there will be some sacrifices, i.e. live person for tech support. I also realize the company is working to refine the product. This product has great potentials. I’ll be patient and allow the company to address them.

I am not happy with MJ at all. I was charged for my free trial. I have spoke to several reps and no one will fix it. They keep telling me the money is just on hold but it is not. I have been charged. I am tired explaining over and over to their chat help and keep getting the run around. They refuse to give any type of address for the company so I can write to. Does anyone know how to be heard at this company. This does not make me want to even stay with this company.

If 500,000 magicJacks have been sold, and only 5,000 people have complained. That means, let’s see here, 5,000 is what percent of 500,000, hmmm, ah, 1%. WOW. Only 1% of magicJack users are complainers. WOW! FANTASTIC! STUPENDOUS! YIKES!

This company did not honor the thirty day free trial period. My account was charged the full amount within a day, in which, caused items to be returned to my bank. My overall opinion of “Magic Jack” is not too good. I later tried to call to speak with a CS representative…No number, No address! I feel like I’ve been ripped off.

I purchases my magic jack on april 5, 2008. It worked fine until may 25th. (hmmmm just over 30 days) First it started going down now and then, but if I unplugged it and plugged it back in, I could get it working again. Now it wont work at all, windows gives me an error message that the usb device I am trying to plug in has malfunctioned. Ive tried it on other computers and the thing just doesnt work anymore. Now the fun begins. I open a live chat with customer service and they have me try all of these things and give me links that dont take me anywhere but to their progaganda page. I asked and got higher levels of help (five to be exact) who all started from the same place like they were reading a script. I could not get across to any of them that the thing had malfunctioned. It is now going on four hours of chatting onlline with these people and one of them even told me that NOT ONE MAGIC JACK HAS EVER FAILED. Out of the millions sold, mine was the only defective one???
I finally get to number six, and he agrees to replace the jack. He said it was on its way to me and to send the defective one back within two weeks. Yay, finally someone is helping me. I asked him the address to send it back, and he said it would be in the confirmation email. It was not. After I got the email, I realized that he put in an order for a new one…..with a new credit card charge. I responded to these emails and told them I was not paying 40.00 every 40 days to use this thing. They will not issue me a working jack until I give them a new credit card. (Thank goodness I changed the level of my original card since purchase or they would have already charged me again). Now we are on day three, I go back online and immediately ask for a supervisor. She tells me that they wont replace it because my 30 days have expired. I immediately went into CAPS LOCK and demanded a full refund plus the two years of service in advance I paid for. IT IS DEFECTIVE, IT STOPPED WORKING. She finally sent me a link that didnt take me back to the propaganda page and was a return form. I am taking this thing to the post office today, but after this past three days experience with them so far, I doubt this is going to be smooth sailing the rest of the way. I was paying 40.00 per month for a phone and so far this thing has cost me more. A MESSAGE TO THE INVENTOR: Dont try to sell something on such a mass basis unless you have the customer service to back it up.

This is an update to my last post in hopes that someone else can find satisfaction. I found an email address for Dan Borislow and emailed him. He responded this morning and apologized and agreed to send me a new magic jack at no charge with my number programmed in. My faith in humanity is restored! If you go to the YMAX website they have a list of all of their officers. On that home page, there is a link to each States tariffs with Ymax and in there you will find their physical address in Florida. The email I just stumbled on reading someone elses complaint. I hope this helps.

I have only had it for a week now, but I love it. My landline connection has gotten so poor over the years I hate the home phone and almost always use my cell - now this is a viable and affordable alternative. I don’t expect it to be perfect, but so far it’s awesome! ALso, I have had no reason to call support which lets face it even at the largest companies has fallen by the wayside in today’s marketplace. I have no doubt the founder of this company will continue to tweak the product and make it better, but better will most likely come at a cost but for now I’m in heaven!

Hello,
I ‘ve ordered the magic jack but have not installed it yet. How safe is it if you bank online is there away for them to trace your info? Is it a secret monitoring device? Sounds great if this was settled I would buy many many more and tell lots of people!

I’ve been using Magic Jack as my only phone service for about three months, now. The only problem I’ve had is that when someone calls in while my computer is off (I usually shut it down and unplug it when there is going to be a thunderstorm while I’m away) they get a long silence before my voicemail finally kicks in. Other than that, I love it.

I wanted to change my credit card info, so when they bill me again next year they’ll get paid, and that’s been my only experience with their customer support, so far. While it was a little inconvenient and somewhat frustrating wading through all the FAQs and so forth to get my question asked, I did manage to find the place to report my new credit card number, but there has been a page error on that since I first tried it yesterday, so I still haven’t succeeded in changing my information, yet.

Someone above said they’re sure the support personnel are not located in the U.S. Well, maybe, but so what? This is typical, these days, as our country is being sold off to foreign interests. At least the people I dealt with could write better English than most of the Americans I encounter via email, chat and message boards. Get used to it.

I purchased a Magic Jack in April, 2008 and love it for saving money on long distance calls. Right now, I wouldn’t dump my local phone company in favor of Magic Jack, not until I feel more bugs have been ironed out at least. I did have problems after about 6 weeks of using Magic Jack. First, it wouldn’t stay connected and then my computer started freezing up constantly. The only thing that would fix it would be to unplug my Magic Jack. So after a few minutes research, I purchased an A/C powered USB hub to plug the Magic Jack device into and voila, everything is working perfectly now.

Chat Transcript
info: Please wait for a site operator to respond.
info: You are now chatting with ‘Shari’
Shari: Hello, how may I help you?
alexis miskin: look i was just in convo with a supv. — so i dont 2want to go thru whole shpeal AGAIN
alexis miskin: can you get me the supv. i was just in chat with
Shari: Sure
Shari: Thank you for your patience. I will transfer you to a higher level of support. Please hold while I transfer you.
info: Please wait while I transfer the chat to the best suited site operator.
info: You are now chatting with ‘Myrene’
info: Please wait while I transfer the chat to ‘Scott’.
info: You are now chatting with ‘Scott’
Scott: Hi there Alexis..
Scott: Are you still there?
alexis miskin: look i was just in convo with a supv. — so i dont 2want to go thru whole shpeal AGAIN — can you get me the supv. i was just in chat with — i think denis was name– i went to click to “relog” in and this chat screen changed over
Scott: If you are logged in to your account already, please click on the settings for account email..
alexis miskin: details???
Scott: Yes.. Details..
Scott: Then click on the add email address..
alexis miskin: ok— i know your trying to help—- but thats why i been trying for last 1 hr + to have you change————-
alexis miskin: since you cant find/get the sup i lost connection with– short end of story… >>>
Scott: Okay, let me do that from my end, will that be alright?
alexis miskin: i used my primary email to order the MJ —- to reg MJ –i used my sub primary email which is >>> ***********.com ——- i want MY VM TO GO TO MY “PRIMARY EMAIL” >>>> **********.com
Scott: So will it be alright if I change it from my end?
alexis miskin: pleaseeeeeeee do
alexis miskin: as your botton for details to edit WONT ALLOW ME
Scott: Okay, please hold for a moment..
alexis miskin: and then i want to delete sub primary email from this account
Scott: I think I need the password for that Alexis..
alexis miskin: for both names — same pw >>>> *********

Scott: We need letters on the password also Alexis.
Scott: The system doesnt allow us to use numbers only..
alexis miskin: when i log into my account I DONT/HAVE’NT used letters
alexis miskin: Welcome ALEXIS ****** Select your magicJack? number: (774) xxxxxxxxx
Scott: I understand please hold for a moment Alexis..
alexis miskin: ACCOUNT INFORMATION Your license is active through JULY 11, 2013
alexis miskin: ACCOUNT INFORMATION Your license is active through JULY 11, 2013
alexis miskin: as you can see– im in MY ACCOUNT…. and i dont use letter to log in……..
info: Your chat transcript will be sent to *********.com at the end of your chat.
alexis miskin: helllllllllllllllo
Scott: Please hold for a moment Alexis. Please log out from your my.magicjack.com account..
alexis miskin: ok
alexis miskin: done
Scott: The email you used during the registration should be the same email Alexis..
Scott: I have something in mind that we can try…
Scott: but it requires you another email address first..
Scott: When you log in to your account you have the option to delete an email address..
Scott: I think you can log in to your ms_alexis_1@yahoo.com, add an email address there and delete the ********.com email address after..
alexis miskin: i have been having issues with the enmail i used for reg MJ– which is subprimary email—– I WANT MY VOICEMAIL TO GO TO MY PRIMARY…….
alexis miskin: ERROR: Email Address or Phone Number Username or password was incorrect
Scott: The email ********.com, has a password of *********
alexis miskin: AGAIN —- IT OPENS TO MY SUB PRIMARY WHEN I LOG IN—- WHEN I TRY TO EDIT IT TO MY PRIMARY EMAIL IT WONT LET ME— AND HAVING TO TYPE EVERY DAM THING IS GETTING TO BE A PAIN— YOUR MJ SITE REALLY NEEDS TO ADD REAL LIVE PHONE CHAT
alexis miskin: who gave that as pw??– i didnt pick something like that
Scott: That is why I am advising you to get another email first, so that you can delete the old email there.
Scott: I think the system does that but its your order account, you cannot use it in your my.magicjack.com account..
alexis miskin: ok i typed all those letters into “MY ACCOUNT– tho I’m in, now i get this>>>>Welcome ALEXIS MISKIN Select your magicJack? number: INTERNATIONAL DIALING Balance: $0.00 Add Credit ACCOUNT INFORMATION This magicJack has been blocked.
Scott: When you tried registering the MJ, you had this option, 1. add new number to existing account and 2.create new account..
alexis miskin: this is the org. email to me after buying MJ >> magicJack Platinum Activation CodeThursday, July 24, 2008 3:00 PM From: “magicJackconfirm@magicjack.com” Add sender to Contacts To: *******.com Dear ALEXIS MISKIN, Thank you for choosing the Platinum Plan. A wise choice and our very best value. After activating your magicjack (simply plug it in), please click here or enter the following url into your browser. http://my.magicjack.com magicJack Order No: ********* Platinum Plan Claim Code: ********

Scott: You should have chosen the first option, which is add new number to existing account..
Scott: The account that existed was your order account with the primary email address..
alexis miskin: im not following you??????
Scott: When you tried registering the MJ, you had this option, 1. add new number to existing account and 2.create new account.. You should have chosen the first option, which is add new number to existing account.. The account that existed was your order account with the primary email address..
alexis miskin: look all i want is to change my VM to go to my primary– and now i have been in a “help” chat for close to 2 hrs now—-again >>> YOUR MJ SITE REALLY NEEDS TO ADD REAL LIVE PHONE CHAT
Scott: At this rate where you already chose to create new account, the system got that already, you can add an email address but not the one that you used when you order..
alexis miskin: so again—IM IN “HELP CHAT” AND THEY SAID I WAS TALKING TO A SUPV… so please fix this
alexis miskin: i showed you where says account blocked- so i cant even change in there either
Scott: But you have the option right?
alexis miskin: and since this has MY RIGHT -PRIMARY EMAIL… if unblocked — then i should be able to delete the SUB PRIMARY of ctrealtysolutions
Scott: Yes, you can.
alexis miskin: i reloged in using >>>> ********.com, has a password of ******* — this is what it shows >> Welcome ALEXIS MISKIN Select your magicJack? number: INTERNATIONAL DIALING Balance: $0.00 Add Credit ACCOUNT INFORMATION This magicJack has been blocked. CALL FORWARDING Call Forwarding is Disabled. Change Setting ACCOUNT EMAIL *******.com Details
Scott: May I know if you have softphone?
alexis miskin: so if it saying “ACCOUNT INFORMATION This magicJack has been blocked.”
alexis miskin: ??? softphone
alexis miskin: what is meaning???
Scott: May I know if you have the registration page now?
alexis miskin: i logged in >>> *******.com, has a password of ******** — what ever page it opens -thats where i been on
alexis miskin: http://my.magicjack.com/index.html?myfocus=welcome
Scott: Okay.. Now, that email address will be used by the MJ to send you emails..
alexis miskin: yesssssssssssss
alexis miskin: but then i dont want that password– i want my own
Scott: This account is for MJ purposes only Alexis..
alexis miskin: not understand
Scott: And when you do anything with your MJ, its on the other email address / account..
Scott: Okay, let me explain..
alexis miskin: i want it alll to be on >>> *********.com
Scott: That account you are looking right now, will not be used and you cannot use also for your magicjack purposes / settings..
alexis miskin: NOT >> ********************.com
Scott: I understand, but the email you set on the registration is already that, and there is no option for me to change that Alexis, the system has no option for us to change that..
alexis miskin: look all i want is to change my VM to go to my primary–********.com
alexis miskin: without losing this chat– can i cancell and reopen
Scott: I understand that, but the system doesnt allow us to do that Sir..
Scott: You mean re-open your magicjack.com account?
alexis miskin: this is *F—G crazy the way your site and system is
alexis miskin: yes– but i pd for a 5 yr plan
alexis miskin: NOT SIR— MA’AM….
Scott: I understand.. The five year plan can still be used on that number Alexis, its just a code that you need to use or encode in your my.magicjack.com account, which has the email of ****************.com.
alexis miskin: look this is going NO WHERE— YOU GUYS/ MJ WANT PPL TO BUY THIS PRODUCT– AND YET YOU DONT HAVE VERY GOOD CUSTUMOR SERV. TO BACK IT UP —– IS THER A PHONE # I CAN SPEAK TO “CREATOR-OWNER -VIP” OF MJ — CAUSE IM NOT VERY PLEASED
alexis miskin: and writing to “support mj— doesnt go over well either…..
Scott: I understand your concern Maam, and there is no option for us to grant your request since you did the registration Alexis..
alexis miskin: I WANT THIS PROBLEM RESOLVED- … DELETE **************.com account– and fix it so MY VOICEMAIL GOES TO MY PRIMARY——-HOW HARD IS FOR THIS COMPANY TO COMPLY….
alexis miskin: DAM THIS WILL MAKE A GOOD “DONT BUY IT BLOG”
Scott: Its easy as 123 if that option is here on the system, but it is not Maam..
Scott: How am I going to do that if that option is not on the system..
Scott: The order account and the registration account cannot have the same email.
alexis miskin: I SUGGEST YOU HAVE THE “CREATOR-OWNER -VIP” OF MJ CONTACT ME IN THE NEXT DAY OR 2— VIA MY CELL **********… or figure out how to fix delete all -start over— or this chat is getting blogged
Scott: Okay, thank you for bringing this concern Alexis, I’ll make a full report on this one and let the technical staff look at the issue on their end..
Scott: I fully understand your concern Maam, its just that the system doesnt have an option to do the request..
alexis miskin: thats NOT WHAT I REQUESTED- I R E Q U E S T E D TO HAVE “CREATOR-OWNER -VIP” OF MJ CONTACT ME IN THE NEXT DAY OR 2— VIA MY CELL *********..
Scott: I understand Alexis..
alexis miskin: AT THIS POINT AFTER CLOSE TO 3 HRS OF BS———- I DONT CARE WHAT-HOW-WHERE—–JUST MAKE SURE MY VOICE MAILS GO TO MY PRIMARY EMAIL-SHORT SWEET AND SIMPLE
Scott: I understand.. That is the primary concern afterall..
Scott: I apologize for the inconvenience Maam..
alexis miskin: i will be surprised if I GET THAT CALL FROM “CREATOR-OWNER -VIP” OF MJ - BUT IM ANTISAPATING THE NOT — SO LET HIM BEWARE OF A “DON’T BUY IT” blog!!!
Scott: I understand Maam.. Again I apologize for the inconvenience..
alexis miskin: im out- of here- 2 days be4 i paste all to a BLOG
>>> I DECIDED NOT TO WAIT…

Your tech support may answer quickly and they may move you up quickly if they cannot help but that sill does not help. Your tech support people are useless. They have no knowledge of how to sovle a prohlem. I was online with tech support for almost 2 hours last night and they did not solve my problem. I think you are over selling your product and it does not work as you advertise it to work. I was traveling in Canada and tried to use it. I could not hold a conversation since it skipped every other work. Sounded like a bad cell phone connection. My new problem is when calling a number that is busy rahter than give me a busy signal I get a few moments of silence then get a dial tone. Try again same thing happens. Call the same number on my cell phone and sure enough the line is busy. Now why wouuld magicjack not give me a busy signal since when sold I was told it would work just like my house and cell phone. NOT SO. YOU MISREPRESENT YOU PRODUCT.

Magic Jack SUCKS. After three weeks of use, it is no longer functional for me. Customer Service is useless.

I get “you must insert magic jack into a USB port, though it is already plugged in.
I get “broken storage” and must reformat drive G repeatedly with no success.
I’ve run update, update1, updatexxx, with no success.
I try to run MJ recover but of course it doesn’t recognize MJ because it says it isn’t plugged into a USB, which it is.

They rushed this product to market filled with bugs and the moment they try to add a new enhancement, 67 of the other working parts break.

USELESS, SIMPLY USELESS.

What can you expect from another company in Florida, the capital of telephone and product scams and fraud.

Why is it that before purchase is there no mention of this units inabilty to fax!!! I am so frustrated by the dropped calls, the lack of being able to use it like an ordinary phone line.. Ever try to look up an account via an automated system or make automated payment over magicjack.. IF it does go through you probably just billed some guy in Zimbabwe! Otherwise I have to rely on my Cell phone.
I bought this sytem to save me hugh bucks and to use for my fax. WELL GOOD NEWS it saved me Huge bucks. Now I have to spend them again to get a landline reconnected so I can fax for my business! MJ could corner the market if they made a patch for faxing (Oh and were honest about its limitations)… But for now its going to be another peice of plastic for the scrap heap in a year!! Don’t believe me!!!! Go read the blogs about MJ and Faxing!!!

Mr MJ, You got your $40, Congrats! You need to take it the next step, and provide real service otherwise its obvious this is a Short term mega money maker for you… and poo to your users!!! As for now, I’d never buy the 5 year plan or recommend the product.

Mr MJ, Fix the problems, show you actually care and we can continue to do business! You have the price advantage to take over telecomm as we know it, frankly not going the “Extra mile” will prevent you from being the next bill gates.

i am not pleased with magic Jack ,,,first i was told my speed was not high enough ,so i changed providers ,,,,i was told by mj tech i needed 80mbps for it to run ,,another one said 300mbps,,,i now have over 400mbps and it still drops calls ,,i asked to return it for a new one ,,all they wanted to do was get my credit card number again ,,,,,,i think they are a rip off

I made a comment earlier about magic Jack ,,,,i was incorrect in the speeds they are kbps not mbps ,but the fact it does not work still remains the same ,I have spent more time with the tech department than I have my family ,,I have had this unit for 4 months and have not made one successful call

For $40, the gizmo is too expensive. For $20 a year, the land line is too cheap to be reliable. You can get a “straight dial tone” in my state for $15 / mo, with L/D optional. Most interesting, is the guy who reports that you can’t dial any account or PIN numbers while on an automated call to your bank, etc. - what good is a “phone line” if 30% of the “digits” entered don’t work? How ’bout a half-baked pie, or half-butted commode seat? You gotta figure it’s gonna be CHEAP - bottom line. And you heard about this WHERE… late night TV?? What were you thinking? That you were finding the pot-o-gold at the end of the rainbow? dau. Technical issues considered for a moment - how many extensions can it support - connection to the whole premise wiring? USB is “100 mA in USB 2.0″ (thnx, wiki), with a max of 5 devices (thnx again, wiki) - so, what does that equal in terms of REN (Ringer Equivalent Numbers) - the rating for how much “juice” it takes to power yer handset? And how good of a handset/deskset are you using? A lot of junky phones are out there. Do you really think you can power those bargain basement phones with that little gizmo? OK, I fess up - my bro-in-law has one at the lake trailer and it works fine. BUT, he ALSO has a cell phone, a computer, a laptop, and he doesn’t want to talk on the phone while he’s putzing around the trailer or at the beach. So the occasional land call (to local whozits) is ok while he’s not doing anything else that doesn’t matter anyway. The bottom line is - try it for $60 +/- S&H, etc - if it doesn’t work, open the car window, throw it the hell out, and have another beer. Just don’t be stoopid enough to give them your credit card number …. oh, you already DID?? Oh, I’m sorry to hear that. Better luck next time. - Bob

I had a MJ problem yesterday when MJ stopped making calls. Had a dial tone but the dialing with neither the phone pad nor the soft pad caused an actual dialing and connection. Tried the service rep maze several times and got no response. The fix I discovered was on the MJ menu under Advanced Users | restart. This apparently is like a re-boot of MJ and resets something that a computer warm or cold restart didn’t accomplish. So now MJ is working fine again. My first year is up this July so I’ve been a happy MJ user for about 8 months.

Like most people i was sold on this Magicjack from the TV and Magazine adds, I Decided to give it a try. It was easy to order,i received it in about 10 days. I unpacked and plugged it in and Down goes my Computer! I restarted and plugged it in to figure why it crashed, and once again down it went! This time I could SMELL SOMETHING BURNING! Magicjack Burnt the USB HUB out and my power supply ! I AM OUT OVER $500 In Repairs and cost of 2 Majicjacks ! Magicjacks Repps were NO HELP AT ALL! I CAN’T BELIEVE THEY CAN GET BY WITH SUCH A SCAM ON TV AND MAJOR MAGAZINES

ANYONE Wanting to try this Magicjack Should GOOGLE And Look At ALL THE COMPLAINTS FIRST , I Wish I DID!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

Magic Jack worked for about 3 months with problems such as dropping calls, voice breaking, and not connecting at all sometimes. Worked with their customer care several times. The routine is the same with every representative. Eventually, got fed up of the issues and went back to my regular land line.

THIS IS A FAKE BLOG. APPARENTLY ALL GOOD FRIENDS TO THE ADMIN/OWNER OF MAGIC JACK. DO NOT BUY THIS PRODUCT IT IS A FRAUD. YOU KNOW OF COURSE THE OTHER THING THE OWNER SPENDS ALOT OF TIME AT??????? BETTING AT THE HORSE RACES.

hi i have a issue my mother has her magic jack and its been great. the service has ended and she needs to renew for another year, we have a problem it was in her husbands email and he passed away from a heart attach this june and she doesnt know his e mail password for yahoo or magic jack if their is anything that can be done please let me know at jamestwigg@ymail.com thanks

I purchased a MJ against the advice of salesperson at Staples. It worked OK for a couple of weeks then the people we were calling couldn’t hear us very well at all. Couldn’t use it to call the people we wanted to call long distance. Then a couple of months later, the usb port connection became loose and will not make a connection. Used online help, they wanted me to buy a new one. I said I wouldn’t. Then they wanted me to pay $9.95 for shipping to replace it or authorize $39. on my credit card and if they gor the old one back in two weeks they would credit it back to me. The rep was extremely rude. Kept saying read your terms oand coditions. I won’t buy another one. Too bad because I thought it was a great idea but if I have to keep purchasing it over and over then I am better off with a land line.

I can not hear a thing on my Magic Jack. When someone calls me I can not hear anything. I tried to call them and see if I could hear them. I could not hear them. I do not know what I should do. I would love to hear someone so could you help me? Thanks so much!

I have had a magicJack for a little over two years. When I first got it, I bought two, one for myself and one for my girl friend. At the time, she did not have unlimited minutes on her cell phone. The mJ allowed her to call home and talk for hours. At one point we had problems with her mJ, and after a series of emails with one of the mJ engineers (after a month) the problem was fixed. More recently, I have used it to call India, Iran and Russia with no problems. It always sounds pretty clear. I would not use my mJ for my business or as a replacement for my cell phone, but as an adjunct device and for occaisional calling, it has been useful.

For $19.95 a year, I feel I have gotten my money’s worth. Also, I almost never get incoming calls with my mJ. I primarily use it for overseas calls to foreign friends.

It is not a waste of money, but it should be understood that it is a 20 dollar ZVoip device. I also have a tmobile unlimited plan, Google Voice and I use Skype, too. MagicJack is NOT a replacement for a cell phone, but could be a useful additional phone.

man, I read thru ALL those comments, the complainers and the lovers! 99% of your problems with an MJ can be solved easily. I’ve had mine for 1-1/2 yrs and have been pretty happy with it. Yes, I have had issues but they were resolved once I understood the tech issue behind it (disclosure: I AM an IT tech guy).

and yes, I agree, their tech support is horrendous, and trying to find contact info is almost an exercise in futility. I’ve done tech support and know whereof I speak, but come on, for $20 a YEAR ?!?!

First off, you have to understand that this product runs under Windows (and Apple). Taking into account the problems Windows has, you’re blaming MJ for everything? If you have a problem with your MJ, do the following:

1) is your Windows system completely updated? if not, do so, paying attention to the FAQ on the MJ site about your particular Windows version (XP, Vista, 7)

2) have you tried doing the Restart function on the MJ software? ()

3) what kind of internet connection do you have? (the faster the better) and are people downloading massive amounts of data/websurfing while using the MJ?

4) if all else fails, have you tried putting the MJ into a different USB port? literally unplug it and plug it into another port. Windows re-detects it and then reloads the device driver for it in that port

5) are you running a Linksys router (or similar) so multiple pc’s can access the internet? (it may be filtering and port forwarding issues)

Folks, I have fixed all my MJ problems by literally doing #2 and #4 above. Every once in awhile I get the clipped speech issue or sounding like an overseas call issue. I either wait it out or drop the call and try again. The problem eventually goes away. (I actually had this problem a LOT after my first 6 months with MJ, went on for about 5 months, and eventually went away. I suspect problem was partially caused by my cable company ISP, who of course won’t admit to anything)

Note for the people who want to change their primary email address: You can’t. Yes, this sucks majorly and is probably one of the biggest boneheaded moves that MJ has done. I mean, come on, what if I change my ISP and used that address? Stupid Stupid Stupid!

6) you need to check and see how you are using the MJ (onboard camera and mic or using a phone attached to the MJ, this makes a huge difference). also, whether or not you are running another program like Skype which can also affect your settings and troubleshooting

I have printed two of the five hour long sessions with the chat techs. The last time the session was abruptly ended while the tech was remotely in my computer. I now have no messenger service, not virus protection, no phone, no magic jack service and no resolution from the techs. I need some help here. I worked my way up the tech ladder, still no solution, or info on how to get a refund. Help…………..